Help Desk Support

Help Desk Support

We are seeking a Help Desk Support professional to provide technical assistance and support to our organization. This role involves resolving technical issues for users, managing support tickets, and ensuring a high level of customer service. The position requires flexibility in scheduling and includes both remote and in-office work based on shift times.

Key Responsibilities

• Provide desktop and client support for Windows desktops, laptops, MacBooks, and servers.
• Support retail-specific hardware, including registers, pinpads, and handheld PDT devices.
• Perform basic user and application support, such as password resets in Active Directory, multi-factor authentication, and VPN connectivity issues.
• Utilize ticketing systems to log, track, and resolve support requests.
• Create and maintain technical support documentation and reports.
• Deliver strong customer service through effective verbal and written communication, including de-escalating situations professionally.

Required Qualifications

Candidates must have experience in technical support, including desktop support, retail hardware support, and basic user/application assistance. Proven experience with ticketing systems and writing technical documentation is required.

Technical Skills

Proficiency with popular operating systems, application software, desktop and laptop computers, printers, and networks is necessary. Knowledge of Active Directory for password resets is required.

Preferred Qualifications

• An associate degree is strongly recommended.

Work Environment

Initial training of 4-6 weeks will be conducted on-site, Monday to Friday, from 8:00 AM to 5:00 PM. Post-training, candidates must have the flexibility to work any shift as needed, which may include a Sunday-Thursday or Tuesday-Saturday work week. Core support hours are 6:00 AM to 1:00 AM Monday-Saturday and 8:00 AM to 7:00 PM on Sunday. This is a hybrid role for local candidates; team members starting shifts before 11:00 AM work in the office on Tuesday, Wednesday, and Thursday, while those starting at or after 11:00 AM are fully remote.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.